Principal Success Manager, Slack

**Job Category**:Customer Success Group

**Job Details**:**About Slack, a Salesforce Company**:

- Slack has transformed business communication. It’s the leading channel-based messaging platform, used by millions to align their teams, unify their systems, and drive their businesses forward. Only Slack offers a secure, enterprise-grade environment that can scale with the largest companies in the world. It is a new layer of the business technology stack where people can work together more effectively, connect all their other software tools and services, and find the information they need to do their best work. Slack is where work happens.**What we're looking for **
Our Slack team continues to grow and we have a brand new opportunity for a Principal Customer Success Manager to join our Singapore team.

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value from Slack. Our CSMs work closely with customers to discover their business needs and challenges and then coach them on the best ways to use Slack to solve them.

Working closely with Slack’s Account Executives, our CSMs provide strategic territory coverage, coordinating with the Account Executives to identify areas where existing customers could improve their use of Slack or uncover new uses for Slack. From time to time our CSMs will work with Account Executives on pre-sales activities like pilot engagements to set up a customer for long term success.

Part coach, project manager, consultant and product expert, our Slack Customer Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.

**What you’ll be doing**:

- Empathize with every aspect of the customer experience, putting customers’ needs first.
- Guide and coach customers with proactive customer success processes.
- Travel to meet with customers onsite to discover and understand their needs to help them develop a tailored Slack onboarding process.
- Coach customers to be product experts and train their teams on Slack best practices so they become increasingly self sufficient.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
- Identify common customer challenges to suggest better solutions.
- Partner with Slack’s Account Executives to help them drive growth.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Adapt existing customer onboarding assets and work with product marketing to refine them over time.
- Help drive customer references and case studies.

**Who you are**:

- 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experiences a benefit.
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- Strong interpersonal skills and experience building strong relationships.
- Proven track record of highly-professional customer service in a fast paced, dynamic environment.
- Diplomacy, tact, and poise under pressure when working through customer issues.

**About Us**

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us

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